Customer Care Consultation Specialist

LegalShield; Ada, Northern (OK, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

LegalShield is seeking a Customer Care Consultation Specialist in Ada, OK to support identity theft protection services. You will assist members with alerts, explain protection tools, and guide them through actions to protect their identity and credit.

You will also coordinate with investigators and document cases across multiple systems. Ideal candidates have a high school diploma, CDIA training, 1+ year of customer service experience, and strong MS Office skills.

Qualifications

• High school diploma or equivalent required; CDIA training completed.

Responsibilities

• Build rapport with members and offer appropriate solutions.
• Educate members on protection tools and identity safeguards.
• Document cases in systems of record with accuracy.

Skills

Customer service

Communication skills

Problem solving

Active listening

Typing 35 WPM

Microsoft Office

Education

High school diploma or equivalent

CDIA training

Tools

Freshdesk

iSeries

People Search

Job description

# **Job Summary:**The Customer Care Consultation Specialist will give peace of mind to our identity theft members when they receive alerts of suspicious activity. The Customer Care Consultation Specialist will help our members with our protection suite of full identify, financial and digital device protection and assign a private licensed investigator in case of identity theft.# **Responsibilities:**Scope of the RoleUnder close supervision, an incumbent in this position will conduct a variety of research to determine if identity theft has occurred which could have a significant impact on our members’ personal and financial lives.The Customer Care Consultation Specialist will be able to empathize, multi-task, and troubleshoot across various areas efficiently. The incumbent must be able to adapt to a changing environment, have effective time management skills and will ensure work is accurate, clear, and concise with strong attention to details.Performance Outcomes**Service Expectations*** Build rapport and confidence with the member by facilitating discussions and offering appropriate solutions with our service* Maintain a balanced perspective to ensure that the LegalShield brand and high-level of customer experience are maintained**Member Education*** Assist member in determining origin of alerts and potential social or financial impact* Thoroughly educate the member and provide tools on proactively protecting their reputation and identity* Consult with the member regarding actions and items that can negatively and positively affect their credit**Referrals & Documentation*** Obtain required credentials and approvals when providing or accessing sensitive member information* Accurately determine if the member’s identity or reputation has been compromised and refer to a Restoration Specialist appropriately* Thoroughly document cases in all systems of record (iSeries, People Search, Freshdesk, etc.)**Performance Expectations*** Maintain excellent attendance and adherence* Maintain minimum KPI targets which include:* Quality* NPS & MSat Scores* Average After Call Work* Average Non-Productive Time* Other KPIs within Customer CareEducation, Knowledge, and Experience* Highschool diploma or equivalent required* Successful completion of CDIA training courses required* 1 or more years of customer service experience preferred* Prior contact center experience preferred* Proficient in Microsoft Office applications (Word, Teams, etc.)* Types a minimum of 35 WPM* Innate understanding of customer service, with a powerful sense for delivering superior service to customers* Excellent problem-solving skills* Has the ability to handle and retain substantial amounts of information as it relates to the customer, the customer’s benefits, and limitations* Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it* Demonstrates effective written and verbal communication* Strong phone etiquette and active listening skills* Positive professional attitude and team playerFLSA (Fair Labor Standards Act) Status* Non-Exempt, Overtime may be requiredPhysical and Mental Requirements/Work EnvironmentThe work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* Prolonged periods sitting or standing at a desk and working on a computer* Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds* The ability to frequently, physically move between departments/floors* While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.# **Additional Information:**# # **Location:**Ada# **Department:**3000 C&R# **Time Type:**Full time